Michael Bui Email & Phone Number

Surrey, Bc, Ca

Vancouver, British Columbia, Canada

• Diagnose software and hardware malfunctions, working directly with users to ensure rapid resolution.• Provide guidance and training to users and team members on best practices and efficient use of IT resources.• Log, categorize, and prioritize user requests in the ticketing system.• Guide the migration of critical HR data from personal drives to shared drives, enhancing security and accessibility for authorized personnel.• Act as coordinator for procurement and deployment of… Show more • Diagnose software and hardware malfunctions, working directly with users to ensure rapid resolution.• Provide guidance and training to users and team members on best practices and efficient use of IT resources.• Log, categorize, and prioritize user requests in the ticketing system.• Guide the migration of critical HR data from personal drives to shared drives, enhancing security and accessibility for authorized personnel.• Act as coordinator for procurement and deployment of IT hardware to over 200 remote call center employees.• Lead incident management during major service outages, mitigating risks to company revenue and customer service.• Collaborate with cross-functional teams to provide communications, assess system severity, evaluate impact, and expedite swift resolution of system disruptions.• Author comprehensive root cause analyses (post-mortem) during post-service outages, detailing impact, resolution, and quantifying the revenue impact.• Participate in regular on-call rotation, providing after-hours support when required. Show less